Case Study: Severn Trent Water enhances online billing and payments with Encoded

Severn Trent enhances customer online experience with My Account and Encoded payment solutions

Severn Trent Water, a major utilities provider in England and Wales, sought to enhance its digital customer services. They partnered with the vendor Encoded to develop a "My Account" online portal, aiming to provide customers with a secure and convenient way to manage their accounts and reduce call volume for routine payment queries.

Encoded implemented its IVR technology to handle payment calls and its Agent Assisted payment solution for customer service agents, ensuring PCI DSS compliance. This solution successfully diverted a significant portion of calls from agents, with Severn Trent reporting around 4,000 subscribers quickly adopting the new online service and anticipating more to join. The vendor Encoded provided the secure payment infrastructure that allowed Severn Trent to modernize its customer experience.

Severn Trent Water